Using a support ticket system effectively is key to resolving issues promptly and efficiently. This guide will walk you through the process of using your support ticket system to ensure your inquiries and issues are addressed as accurately and swiftly as possible.
Step 1: Accessing the Ticket Submission Form
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Log into Your Account: Enter your credentials to access the Dashboard.
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Click on Open Ticket: On the top right of your screen you can locate and click the "Open Ticket" option on your dashboard.
Step 2: Filling Out the Ticket Form
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Ticket specifics:
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Department: Select the appropriate department that best relates to your inquiry. This helps in routing your ticket to the right experts. At this moment the only option is "General Enquiries".
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Related Service: If your issue is related to a specific service you are using, select it from the dropdown menu to provide context to your ticket.
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Priority: Choose the urgency of your issue. Be realistic—reserve high priority for critical issues that need immediate attention.
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Step 3: Composing Your Message
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Subject: Provide a precise and descriptive subject. This should summarize the issue or question clearly.
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Message:
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Use clear and detailed language to describe the issue or question.
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Be specific about any errors encountered, including error codes or messages.
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Include steps to reproduce the issue if applicable.
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Utilize the formatting tools (bold, italics, underline) to highlight important details.
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Step 4: Adding Attachments
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Attach relevant files: You can add screenshots, logs, or documents that help illustrate your problem. Make sure the files are within the allowed size limits and are in the supported formats (jpg, gif, png, txt, pdf).
Step 5: Reviewing and Submitting the Ticket
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Preview your ticket: Use the ‘Preview’ button to review how your message appears. Make sure all information is correct and clearly stated.
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Submit the ticket: Once you’re satisfied with the ticket, click "Submit" to send it. You will typically receive a confirmation by email along with a ticket ID for tracking.
Step 6: After Submission
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Follow up: If you do not receive a response within the expected time frame, it’s appropriate to follow up on your ticket. Use the ticket ID to reference your original issue.
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Keep communications within the ticket: For the issue to be resolved efficiently, keep all related communications within the ticket thread.
